I would guess that the answer has something to do with the need for multi-channel. I don't think that there are many customers out there who only use mobile and online, or only use the branch and the call center. People want it all. They trust mobile for some things, but will only do others in the branch. Look at social media: customers want to have their questions answered on Twitter, but they don't trust it yet to do transactions through it. The important about mobile is that the very young customers do favor it much more heavily so its role is assured to grow in the future.

And of course we recently reported in insurance that adoption of insurers' mobile capabilities by their customers is actually in the single digits. Goes to show just how many more points of contact there are in the banking world compared to other industries.

So how do you think this jibes with some of the other research we've reported in the past few weeks: that many consumers still favor branches, that there are concerns about the security of mobile banking, etc. Why are there so many seemingly contradictory findings coming out about mobile banking popularity and challenges? Do you think we're even asking the right questions about mobile banking right now?